Shop Illy offers premium Italian coffee products including beans, machines, and ESE pods through its direct-to-consumer website. This page displays authentic customer ratings and reviews to help you understand shoppers' experiences with Shop Illy's products and service.
Shop Illy Reviews
1.8
22 reviews
What Shoppers Say About Shop Illy
Created with AI, based on recent reviews
Shop Illy is rated 1.8 out of 5 by 22 shoppers, with a majority expressing severe dissatisfaction. The dominant complaint across reviews centers on customer service failure: unresponsive support channels, unanswered emails over weeks or months, calls that go unanswered or result in disconnection, and rigid return policies that do not accommodate defective products. Shoppers report extended delays in receiving orders (six weeks or longer), unresolved billing issues including duplicate charges, and broken or malfunctioning machines that cannot be serviced due to inability to obtain return shipping labels or authorization despite warranty coverage. Several reviewers note that the coffee product itself is high quality, but this is overshadowed by the company's inability to manage customer issues.
A small segment of shoppers gives positive ratings, though specific reasons for satisfaction are not detailed in the available reviews. However, the overwhelming pattern of complaints suggests systemic operational problems with Shop Illy's online store, particularly in customer service responsiveness, order fulfillment, and after-sales support. Multiple shoppers explicitly recommend purchasing Illy products elsewhere, such as physical retail locations or third-party marketplaces, rather than ordering directly from the company's website.
Customer Reviews (22)
Sorted by: Most recentVincent L.Jun 1, 2024
Something feels off about this business. I got a subscription to their coffee but noticed Amazon had the identical product for £2 less including free delivery. I canceled right away. Four weeks later though, an email showed up saying the coffee was shipping to me. They also charged my account even after I dropped the subscription.
Thomas B.Apr 18, 2024
Machine quit working after just three days. Customer service doesn't exist. My problem still hasn't been fixed. Absolutely terrible company. Don't waste your money on them.
James H.Mar 26, 2024
Their customer service ranks among the worst out there. Phone wait times easily stretch 30 to 40 minutes before you get sent to voicemail. Plus their website has been broken for days now. They push subscription models for regular coffee shipments but then don't actually manage your account properly.
William S.Dec 28, 2023
I really do like Illy coffee and their staff are always nice, but they can't fix the shipping nightmare. For the fourth time I've been told it's on the way, then it's supposedly 30 minutes away, then the next update says they couldn't deliver it. It's been going on like this for at least two years and nobody fixes it. I have a couple of good Illy machines but I'm thinking about switching brands at this point. Can't suggest Illy to anyone with these delivery issues.
Edward J.Dec 17, 2023
My machine died in July and it wasn't cheap since it was a special anniversary model. Getting them to pick it up for repair took tons of back and forth emails and phone calls. They finally collected it in early December and since then nothing. No idea if they got it or if they're looking at it, they won't respond to my messages. The coffee itself is fantastic, but the machine and support from this company have been really disappointing. Think hard before giving them your money.
Sophie W.Nov 9, 2023
Went to the cafe and was turned away because I had a stroller, even though there was clearly enough space. The staff and manager were really unwelcoming, basically rushing over to block me from entering. It felt like they just don't want mothers and babies in there.
Patricia H.Nov 2, 2023
Illy treats their customers like unroasted coffee beans, rough and ready for roasting. Their service team definitely knows how to roast people. Keep doing what you're doing.
Patricia M.Aug 28, 2023
Picked up a coffee maker on sale that had free shipping, was thrilled to try it. Turned out it was broken right out of the box and wouldn't brew anything. Now I have to pay to ship it back, which is frustrating. Called to get help and waited forever on hold. When someone picked up, they promised to email me a prepaid shipping label but never sent it. Called back and had to wait all over again. The whole thing was awful. Just going to buy one from Target instead.
Shop Illy Review FAQ
How is Shop Illy's rating calculated?
The rating of 1.8 out of 5 is based on 22 verified customer reviews. The store's rating distribution shows that 77 percent of reviews gave one star, 18 percent gave five stars, 5 percent gave two stars, and no reviews gave three or four stars.
What are the most common complaints about Shop Illy?
The primary complaints involve unresponsive customer service (unanswered emails and phone calls), extended order delays (six weeks or longer), difficulty canceling subscriptions due to website issues, inflexible return policies that do not accommodate defective items within the standard return window, and challenges obtaining warranty service such as return shipping labels for broken machines.
Are there any positive aspects shoppers mention?
Several reviewers acknowledge that Illy's coffee products themselves are high quality. However, this positive attribute is consistently overshadowed by problems with the online ordering experience, delivery, and customer support.
Do shoppers recommend buying from Shop Illy's website?
Multiple reviewers explicitly recommend against ordering directly from Shop Illy's website, instead suggesting that customers purchase Illy products from physical retail stores or third-party online marketplaces such as Amazon to avoid the service issues reported on the company's direct site.
How do I write a review of Shop Illy on RetailCoupons.com?
You can share your Shop Illy experience by submitting a rating and written review on RetailCoupons.com. Include details about your order, product quality, delivery timeframe, customer service interactions, and whether you would recommend the store. Authentic reviews help other shoppers make informed decisions.
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